'Broking is about people, not just mortgages'

This week, Mortgage Introducer is featuring Matthew Fleming-Duffy (pictured top), mortgage broker at Knight Frank Finance, who has more than three decades of experience in the industry. With a career spanning finance, project management, and business development, he has carved out a reputation for tackling complex cases and delivering bespoke solutions for high-net-worth clients, expats, and those seeking green home finance.

Known for his client-focused approach and deep technical knowledge, Fleming-Duffy has witnessed the evolution of broking from simple product sourcing to trusted long-term advice. As the industry faces new challenges and opportunities, his insights offer a valuable perspective on the future of mortgage broking in the UK.

Full name: Matthew Fleming-Duffy
Job title: Mortgage broker
Company: Knight Frank Finance
Number of years in the industry: 30
Location: London

How and when did you become a mortgage broker?
I first became a mortgage broker over 20 years ago and founded Abacus Financial in 2004. By that point, I had already built a varied career in finance, project management, and business development, so moving into broking felt like a natural next step. Providing independent mortgage advice gave me the opportunity to use my technical financial knowledge and combine it with business development and relationship-building, offering clients solutions that went beyond the standard “off-the-shelf” approach. Over time, I have specialised in complex lending for high-net-worth clients, later life finance, expat mortgages and, more recently, green home finance.

In your opinion, what has been the most positive development in broking?
The shift towards more open and transparent processes, helped by effective regulation and technology, has been a real positive. However, I think the most positive change has been the growing recognition of brokers as long-term advisers rather than just product-finders, particularly with specialist lending such as expat mortgages, complex income, and later life finance, where tailored advice makes a genuine difference.

What challenges do you see currently facing the industry, and what solutions would you propose?
One major challenge is balancing regulatory compliance and evolving technology with maintaining a personal, client-focused service. The complexity of affordability rules and product criteria can also be daunting for both clients and advisers. I would like to see greater collaboration between lenders, brokers, and the regulator to simplify the customer journey without diluting safeguards. Another challenge is embedding sustainable lending into mainstream products, which will require education, incentives, and a more joined-up approach across the property, finance, and energy sectors.

Can you share a memorable or challenging experience from your career as a broker and the lessons you gained from it?
I received an enquiry from a British expat whose income came from multiple overseas sources, in three currencies, with a complex tax position. At the time, very few lenders were willing to consider such a case, and those who did had conflicting requirements. It became a tricky puzzle of aligning lender criteria with client requirements, all with a pressing deadline for completion. I am pleased to say the deal eventually completed, and the client still contacts me from time to time.

The real takeaway was that persistence, knowledge of regulatory restrictions, and strong lender relationships can turn an “impossible” case into a success. It also reinforced that no two clients are the same and the best brokers are problem-solvers first, salespeople second.

Could you share any valuable advice for individuals aspiring to become brokers or those new to broking?
Learn to listen more than you talk. Clients often reveal the key to the right solution in what they do not initially highlight, so active listening is a broker’s superpower.

Also, keep learning—whether that is through formal qualifications or keeping up with your CPD.

And finally, remember that broking is about people, not just mortgages. Empathy, integrity, and trust will carry you further than the best mortgage product or sourcing system ever could.